Job Description
Join GlobalConnect Solutions as a Senior Customer Experience Specialist and transform how businesses connect with their clients. We're seeking passionate professionals to deliver exceptional service in our state-of-the-art Manila facility. Enjoy competitive benefits, career advancement opportunities, and a vibrant workplace culture that values innovation and teamwork.
As a leader in the BPO industry, we invest in your growth through continuous training programs and performance-based incentives. Be part of a global network serving Fortune 500 clients while developing skills in CRM platforms, conflict resolution, and digital communication.
Responsibilities
- Handle complex customer inquiries via phone, email, and live chat with 95%+ resolution accuracy
- Mentor junior agents on communication techniques and problem-solving methodologies
- Document interactions in Salesforce and identify process improvement opportunities
- Collaborate with cross-functional teams to resolve escalations within SLA timelines
- Participate in quality assurance audits and implement best practices
- Contribute to team performance metrics including CSAT and FCR targets
- Lead customer retention initiatives for high-value accounts
Qualifications
- 3+ years in BPO or customer service leadership roles
- Fluency in English with advanced comprehension and articulation skills
- Proficiency in Salesforce, Zendesk, or similar CRM platforms
- Strong analytical abilities for data-driven decision making
- Certificate in Conflict Resolution or Customer Experience preferred
- Ability to work flexible shifts including weekends and holidays
- Proven track record of exceeding performance benchmarks
- Excellent time management with multitasking capabilities